Reputation and Review Management

Use Happy Customers to Win New Customers

This is word-of-mouth marketing for the digital age.

First impressions are now made online. Do you know what people will find when they search for you?

0%

Percentage of consumers that never search for a business online

#20

Star rating is the number one factor used by consumers to judge a business

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Percentage of people that trust online reviews as much as or more than personal recommendations

Take Control of Your Online Brand

Reputation Management, our simple-to-use reputation management application, allows you to take control of your online presence. Monitor the web 24/7 for mentions of you or your business; request, manage, and respond to reviews; observe what competitors are doing; and much, much more.

Monitor Reviews

Receive an alert the moment a review is submitted on all of the most popular review sites, including Yelp, Facebook, and Google+, as well as a tons of other sites.

Advanced Listening

Find “mentions” from news sites, blogs and social networks so you get the full picture of what people are saying about you and your business.

Generate Reviews

Easily gather new reviews from your customers while encouraging great reviews to be made public on sites like Google and Facebook and negative reviews to remain private.

Competitor Insights

Monitor what your competition is doing online and build strategies to differentiate yourself and win in your local market.

Reviews vs. Testimonials

Consumers know the difference.

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Reviews Hold More Value

Consumers value testimonials but they understand that they are handpicked by businesses and professionals. Online reviews are known as user-generated content and perceived to be a more authentic and reliable source of information. They can provide the social proof that you are a local mortgage expert.

Internal Reviews vs. Public Reviews

Public reviews increase your visibility and authority.

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Public Reviews Have More Power

Some systems offer simple ways to ask for and receive reviews on an internal, proprietary system. Reviews on public review sites such as Google, Facebook, and Yelp do so much more to increase your visibility and authority in your market. For example, the quantity and velocity of your Google reviews may increase your local Google search ranking.

Take Control of Your Reputation

You can define your reputation or let others do it for you.

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Request, Screen, and Respond

If you do nothing, unhappy customers are more likely to voice their outrage online, meaning bad reviews take center stage. How do you combat this? By requesting and sharing hundreds of great reviews and responding to all positive and negative reviews.

Frequently Asked Questions

What is reputation management?

The reputation of a Mortgage Loan Officer is both what they say about themselves and what others say about them. Managing reputation is nothing new; what’s new is how the internet and social media have changed the way business professionals are being defined and how fast their reputations spread.

Why is online review monitoring important?

With over 33 million local reviews on Yelp alone, it’s clear that customers are sharing their opinions online. Eighty percent of consumers say they trust online reviews as much as personal referrals, so whether it’s a testimonial, a detailed article on someone’s blog, or an offhand comment on Twitter, people are now chatting 24/7—and Mortgage Loan Officers need to be paying attention.

Why do online customer reviews matter?

Consumers often search online for the businesses and professionals they want to work with, whether that is to find someone new or reinforce a referral from someone they trust. What they find can make you stand out from competitors or reinforce the referral, making it easier for you to build rapport and develop a positive relationship, or it can make that more difficult or worse, cause you to lose the opportunity. To avoid losing sales, it’s important to continuously generate positive reviews publicly while managing negative reviews, preferably, in a less public manner.

Why is it important to continuously generate new reviews?

There are a couple of different reasons. First, more than 73% of consumers say reviews written more than 3 months ago are less relevant than current reviews. Second, an influential aspect of Google's search algorithm takes into account the velocity of reviews (how often you receive them) in addition to the overall quantity of reviews received in calculating search rankings. Do you want to be found when a local consumer types "mortgage" into the search bar? Developing a consistent review strategy will certainly help.

Why is it important to respond to both positive and negative reviews?

By responding to online reviews you are thanking and acknowledging your customers for their feedback, just as you would if they were to compliment your business in person. A response to a negative review is for the benefit of anyone seeing that review, not just the reviewer. It shows you are aware of any issues customers may be experiencing, that you care about providing excellent service and creates a perception that you are continuously working to improve the experience for your customers.

How do I know your review responses will be appropriate?

During the setup process we will establish several review response templates. This ensures that we are on the same page with what a typical review response will look like. For example, a negative review response will express remorse and empathy for the situation ("Mr. Smith, I am very sorry that your experience did not meet your expectations...), reinforce your high standards ("We strive to provide the highest levels of customer service throughout what is generally the most complex transaction anyone will ever go through..."), and offer to take the conversation offline to discuss the specific issue.

Our review responses are never canned. They are tailored to the review content to increase their authenticity in the eyes of the reviewer and anyone who may see the review in the future.

Additionally, you can choose to receive our responses for prior approval before we publish them.

What is the time frame to make any suggestions or edits to the suggested negative review response?

Remember, how quickly you respond to reviews is also important. If your subscription includes review responses by our team, we will provide 24 hours to make any edits or suggestions to the response. If we do not hear from you within this time frame, we will post the response on their behalf.

Is there a limit to how many reviews you will respond to in a month?

There is virtually no limit to how many reviews we will respond to. If the number of reviews pulled in is excessive, requiring extra resources, we will have a conversation. Certain review sites have daily response caps to which we must adhere, but all your incoming reviews will get posted.